Targeted issue routing

ABSTRACT

A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation application of U.S. patentapplication Ser. No. 14/225,915, filed Mar. 26, 2014, the contents ofwhich are hereby incorporated by reference in their entirety.

BACKGROUND

Currently, many businesses or other agencies maintain service centers orother operations that are dedicated to receiving input from customers orother people. Such centers may receive feedback, opinions or otherinformation or data from customers in one or more formats. For example,a customer may call a service center on the telephone and speak to anagent or representative in order to express his or her concerns.Alternatively, a customer may provide information or data regarding hisor her concerns by electronic mail, e.g., through an E-mail clientoperating on his or her computer device or one or more text boxes orother input interfaces provided in an online format, or through anyother form of electronic messaging. When a customer communicates with aservice center regarding one or more issues, the customer'scommunication may be commonly referred to as a “contact.”

From time to time, and for various reasons, a customer who contacts aservice center regarding an issue may be prompted to contact the servicecenter again at a later time. The subsequent contact may relate to theoriginal issue, or to another issue that subsequently arises. Theportion of customers who make return contacts, or repeat contacts, to aservice center following an original contact, is substantial.Frequently, depending on the size and scope of the service center, or ofthe business or organization with which the service center isassociated, a return contact or a repeat contact is not routed orassigned to a service center agent or representative with whom theoriginal contact was made. Instead, such return contacts or repeatcontacts may be assigned at random to any of the agents orrepresentatives who may be available at the service center at the timeof the return contacts or the repeat contacts.

Where a customer's issue is assigned from a first agent orrepresentative to a second agent or representative, however, the secondagent or representative typically must elevate his or her level ofknowledge in a brief period of time, in order to properly address thecustomer's issue. Additionally, where a customer reports one issue to afirst representative, and subsequently reports another issue to a secondrepresentative, the second representative is not likely aware of thecustomer's background, concerns or personal experiences as the firstrepresentative. Because a new agent or representative must get himselfor herself up to speed on an issue in short order, the likelihood thatthe customer will be required to make further contact with the servicecenter regarding the same issue, or different issues, frequently remainsunnecessarily high, and has an adverse impact on customer experiencesand satisfaction.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1A and 1B are views of components of one system for targeted issuerouting, in accordance with embodiments of the present disclosure.

FIG. 2 is a block diagram of components of one system for targeted issuerouting, in accordance with embodiments of the present disclosure.

FIG. 3 is a flow chart of one process for targeted issue routing, inaccordance with embodiments of the present disclosure.

FIG. 4 is a block diagram of components of one system for targeted issuerouting, in accordance with embodiments of the present disclosure.

FIG. 5 is a flow chart of one process for targeted issue routing, inaccordance with embodiments of the present disclosure.

FIG. 6 is a flow chart of one process for targeted issue routing, inaccordance with embodiments of the present disclosure.

FIG. 7 is a flow diagram associated with targeted issue routing inaccordance with embodiments of the present disclosure.

DETAILED DESCRIPTION

As is set forth in greater detail below, the present disclosure isdirected to enhancing experiences of customers who contact a customerservice center. Specifically, the systems and methods are directed toreceiving a contact with a service center by a customer, identifying thecustomer or the issue with which the customer is concerned, andproviding a reply in response to the contact that identifies anappropriate agent (or representative) for addressing the issue. Theagent identified in the reply may be an agent who previously handled theissue, or an agent who has worked with the customer in the past.Alternatively, the agent may be a selected or preferred agent for thecustomer, who may be identified according to one or more qualitative orquantitative means, or an agent having a predetermined or minimum levelof skill.

If neither a selected or preferred agent, nor a particularly skilledagent, is available for the customer, then the issue may be assigned toone or more agents among a pool. Additionally, in some embodiments, theappropriate agent may be identified by way of one or more selectinterfaces expressed in an electronic communication, in order tofacilitate a direct contact with the appropriate agent by the customerin response to the reply. Such interfaces may enable the customer toreach the appropriate agent directly, or otherwise include informationfor accessing the appropriate agent.

Referring to FIGS. 1A and 1B, components of one system 100A for targetedissue routing in accordance with the present disclosure are shown. As isshown in FIG. 1A, the system 100A includes a service center 110 and acustomer 130. The service center 110 includes a computer server 112 andat least one agent 122, and the customer 130 operates a smartphone 132.The computer server 112 and the smartphone 132 are connected to oneanother across a network 140.

When the customer 130 identifies an original, relevant issue that may behandled by the service center 110, the customer 130 may reach out to theservice center 110 using the smartphone 132 by way of a user interface,such as by generating an E-mail message 136A using an electronic mail(or “E-mail”) client or web browser. The smartphone 132 may transmit themessage 136 over the network 140 to the service center 110, which mayassign the message to the agent 122 for resolution. The agent 122 mayprepare a response message 160 for the customer 130, and transmit theresponse message 160 to the customer 130 over the network 140. Theresponse message 160 may describe a resolution for the issue, andinclude an interface window 170 for enabling the customer 130 tocommunicate with the agent 122 directly, such as by audio (e.g., a voiceover Internet Protocol, or “VoIP,” telephone), video (e.g.,videotelephonic) or text-based messaging, or “chat,” as well as aninteractive button or other feature 180 for enabling the customer 130 toreply to the response message 160. If the customer 130 wishes to replyto the response message 160, the customer 130 may click the button 180,which may return one or more bits of metadata identifying the customer130, the history of the customer 130 in contacting the service center110, the agent 122, and any other information or data that may bepertinent to the contact by the customer 130.

According to the systems and methods of the present disclosure, theservice center 110 may identify an appropriate agent for handling thereply upon receiving the selection of the button 180 by the customer.Referring to FIG. 1B, the system 100B may determine assign the reply ofthe customer 130 to one of a plurality of agents 122, 124, 126, 128according to a defined hierarchy. First, if the agent 122 who handledthe original issue reported by the customer 130 is available, the replyby the customer 130 is assigned to the agent 122. Next, if a preferredagent 124 identified by the customer 130 is available, the reply by thecustomer 122 may be assigned to the preferred agent 124. The preferredagent 124 may be identified by any means, including an expressidentification by the customer 130, or an implicit identification basedon ratings of one or more agents provided by the customer 130. If thereply by the customer 122 should be handled a particularly skilledrepresentative, then the reply is assigned to an agent 126 having arelevant skill set. Finally, if neither the agent 122 who handled theoriginal issue, the preferred agent 124 nor the agent 126 having therelevant skill set is available, then an agent 128 may be selected froma pool of agents at random, and the reply by the customer 130 will beassigned to the agent 128 for handling.

Accordingly, where a customer 130 communicates with a service center 110by way of a subsequent contact (e.g., a return contact or a repeatcontact), the targeted issue routing systems and methods of the presentdisclosure may enhance the experience of the customer 130 by selectingan appropriate agent 122, 124, 126, 128 for responding to thecommunication according to a hierarchy. In particular, the systems andmethods disclosed herein may attempt to forward the communication to theagent 122 who previously worked with the customer 130 or, alternatively,to an agent 124 preferred by the customer 130, an agent 126 having askill required in order to respond to the communication from thecustomer 130, or an agent 128 selected at random, thereby maximizing thelikelihood that the selected agent 122, 124, 126, 128 will be competent,prepared and ready to appropriately address the concerns of the customer130 in a timely manner.

Businesses or organizations in many industries or fields frequentlyprovide a service center (sometimes called a “call center” or a“customer service center”) to manage large numbers and types ofcommunications received from a wide variety of people (e.g., customers),typically involving some aspect or element of customer service. Suchservice centers may be staffed by human operators, automated machines ora combination of operators and machines, and may be used to receiveorders, to provide answers to questions, or to convey informationregarding events, issues or products and services. Service centers thuspermit businesses, organizations or other entities to provide adedicated knowledge base that can respond to a variety of inquiries froma variety of people, for nearly any reason.

As with the general public at large, agents or representatives of aservice center who receive communications from customers have varyingdegrees of qualifications or experience. For example, agents may betechnically competent in certain areas, or may have particular levels ofknowledge or experience regarding specific aspects of a business's or anorganization's internal operations. Still other agents may beparticularly well suited for handing customers who express varyingdegrees or ranges of emotions, such as anger, happiness or fear, whencontacting the service center.

A customer may communicate with a service center by any electronic(e.g., computer-based or telephonic) means. For example, a customer maysend one or more electronic messages provided by way of a client-sideapplication (e.g., E-mail, text messages or information entered by wayof one or more interfaces such as a web browser) to a server-side systemmaintained by the service center, or may reach the service center by anytelephonic means. When a contact is received from a customer by aservice center, the contact is randomly assigned to one or more agents,who may review any available information regarding the customer and/orthe contact (including not only the contents of the contact but also thecustomer's history in communicating with the service center, thecustomer's purchasing history, a date or time associated with thecontact, or any other relevant information), and prepare a response forrouting to the customer.

Occasionally, when a customer contacts a service center regarding anissue, and receives a response from an agent at the service center, thecustomer may be prompted to contact the service center again at a latertime. For example, the customer may be prone to complain, may have a lowthreshold for shortfalls or deficiencies in service, or may haverepeated or persistent gripes that are legitimate and not beingaddressed by the service center. According to some estimates,approximately one-third of all customers who make an original contact toa service center regarding an issue ultimately contact the servicecenter again regarding the same issue (e.g., a repeat contact), or adifferent issue (e.g., a return contact). A subsequent contact (e.g.,either return contact or a repeat contact) by the customer is typicallyprocessed in the same manner as the original contact, viz., thesubsequent contact is randomly assigned to one or more agents, who mayreview the information regarding not only the subsequent contact butalso the customer, and prepare a response thereto.

Substantial time and resources are frequently wasted at a service centerwhen a subsequent contact received from a customer is randomly assignedto an agent, however. In this regard, if a randomly assigned agent wasnot the agent who handled the original issue reported by the customer,or is otherwise unfamiliar with the customer, the agent must identifyany available information regarding the customer, and become familiarwith not only the issue reported in the return contact but also anyspecific concerns, idiosyncrasies or interests of the customer. Theseefforts are particularly wasteful where the subsequent contact is arepeat contact, since another agent already expended time and energy inlearning more about the customer during the original contact. Moreover,the randomly assigned agent may not possess a requisite level or set ofskills that may be required in order to appropriately address thesubsequent contact from the customer.

The systems and methods of the present disclosure are directed toidentifying a most appropriate agent or representative for handling asubsequent contact (e.g., a repeat contact or a return contact) receivedfrom a customer at a service center according to one or more generalhierarchies. Upon receiving a second or further contact from a customer,the systems and methods disclosed herein may particularly target therouting of any issues expressed in the contact to a selected agent onany number of bases. For example, where an agent previously worked withthe customer in handling an original or prior contact, the second orfurther contact may be routed directly to that agent if he or she isavailable to address the customer's concerns. If the agent whopreviously worked with the customer is not available, the contact may berouted to one or more agents who have been designated or identified as apreferred contact for the customer. If neither an agent having historyin working with the customer, nor a preferred agent of the customer, isavailable to address the customer's concerns, the contact may be routedto one or more agents having a specific level or set of skills that aredetermined to be appropriate or required for handling the contact. If noagents who possess the requisite level or set of skills are available,the contact may be assigned to an agent among a pool of agents at randomor on any other basis.

Accordingly, based on any available information, data or knowledgeregarding a customer, or a contact reported to a service center by thecustomer, as well as contacts previously reported to the service centerby the customer, an agent may be assigned to handle a contact by theservice center with greater precision and purpose, and with lessrandomness, than according to the systems and methods of the prior art.As a result, the systems and methods disclosed herein improve theefficiency of a service center's operations, and increase the likelihoodthat a customer will have a positive experience in working with theservice center.

When a subsequent contact is received from a customer, an agent whohandled one or more contacts that were previously received from thecustomer may be identified on any basis. For example, a record orregistry of information and data regarding the customer's contacts tothe service center (e.g., an identification of the prior issues reportedby the customer, a resolution identified for such prior issues, an agentwho identified the resolution, and any steps taken to implement theresolution) may be maintained in one or more data stores. Thus, when acontact is received from a customer, and identified as a subsequentcontact (e.g., a return contact or a repeat contact) from that customer,the contact may be assigned to the agent who handled one or more priorcontacts received from that customer by resort to the record orregistry.

Likewise, agents who are preferred by a customer may be identified onany basis. For example, a customer may expressly designate one or moresuch agents, e.g., in a list of such agents. Alternatively, a preferredagent for a customer may be identified through a qualitative orquantitative analysis of any customer ratings, data or feedback providedby the customer, including any such information provided in a contact.For example, where a customer is asked to rate the performance of anagent in handling his or her concerns as expressed in a contact, theagent may be expressly named in the rating, or implicitly identifiedthrough information regarding the rating, and a level of preference forthe agent may be determined from a numerical (e.g., a point or “star”rating system) or a text-based evaluation of the agent provided by thecustomer. Agents having point-based or star-based ratings above acertain threshold may be deemed to be preferred by the customer, whileagents having such ratings below the threshold may be labeled as notpreferred by the customer. Furthermore, where an original agent is notavailable, and a set of preferred agents is identified for a customer,one of the agents in the set may be selected to handle a contact fromthe customer on any basis, e.g., the highest-ranking or most preferredavailable agent among the set. Moreover, a preferred agent may beidentified for a given customer based on a global rating mechanism thatconsiders ratings of agents provided by a plurality of customers, andcompares the ratings of the agents by the given customer to the ratingsof the agents provided by plurality of customers as a whole. Where theratings provided by the given customer for one or more agents deviatefrom standardized or normalized ratings provided by a plurality ofcustomers regarding such agents in a favorable manner, one or more ofthe agents may be identified as preferred for the customer.

Likewise, a level or set of relevant skills for addressing a subsequentcontact may also be identified on any basis. For example, if asubsequent contact includes a text-based description of one or moreissues, the text of the subsequent contact may be analyzed to determinewhich specific skills may be required or desired in order toappropriately address the issues defined therein. Where the subsequentcontact includes phrases such as “my power is out again,” “why is myproperty tax bill so high?” or “the item that I ordered arrived in adamaged condition,” an agent specializing in handling power outages, taxassessments or untimely or lost shipments may be identified. Therefore,in the event that an agent with prior experience in handling contactsreceived from the customer is not available, and none of the customer'spreferred agents are available, the contact may be assigned to one ormore agents having an appropriate level or set of skills. Similarly,where an original contact received from a customer was resolved in aspecific manner by an agent, one or more skills associated with theresolution to the original contact may be identified. For example, ifthe agent is known or believed to possess many skills, one or morerelevant skills associated with the resolution may be associated withsubsequent contacts received from the customer.

Those of ordinary skill in the pertinent arts will recognize that thedesignations of agents as “original,” “preferred” or “skilled” are notexclusive. For example, an “original” agent may also be “preferred” bythe customer, and may be further determined to be “skilled” in thecontext of a subsequent contact. Likewise, where a prior contactreceived from a customer was handled or resolved by two or more agents,either or all of such agents may be deemed “original” agents based atleast in part on their handling or resolution of the prior contact.

Moreover, the availability of a particular agent (e.g., an originalagent, a preferred agent or a skilled agent) may be determined on anybasis. For example, where a subsequent contact is received from acustomer, a status of an agent who handled an original contact receivedat the service center from the customer may be determined. If the agentis available to address the subsequent contact, then the service centermay assign the subsequent contact to the agent immediately. If the agentis currently unavailable, e.g., occupied addressing a contact receivedfrom another customer, a probability or likelihood that the agent willbecome available for addressing the subsequent contact within apredetermined period of time may be determined.

For example, if a maximum allowable delay time by which the subsequentcontact must be assigned to any agent is defined (e.g., thirty secondsor one minute), a probability that the original agent will becomeavailable within the maximum delay time may be calculated based on theoriginal agent's prior history in addressing contacts in general, anyattributes associated with the customer, the original contact or thesubsequent contact, or any specific information that may be knownregarding a contact being addressed or other task being performed by theoriginal agent at the time that the subsequent contact is received. Ifit is anticipated that the original agent may become available withinthe maximum allowable delay time, then the subsequent contact may beheld in abeyance until the status of the original agent, or the contactcurrently being addressed by the original agent, may be determined. Ifit is anticipated that the original agent will not become availablewithin the maximum allowable delay time, however, then the status of oneor more preferred agents or skilled agents may be identified, and thesubsequent contact may be ultimately assigned to one or more of suchagents based on their respective availability.

The estimated availability of an agent, or an estimated time by whichthe agent will become available, may be determined by any means or onany basis. For example one or more machine learning techniques oralgorithms may process any available information regarding the agent'sperformance history, or the issues previously reported by a customer inone or more prior contacts, in determining whether the agent will beable to properly handle a subsequent contact received from a customer.

According to some embodiments of the present disclosure, a targetedissue routing system or method may be triggered by way of an electroniccommunication provided by an agent to a customer in response to anoriginal contact received from the customer. Where a customer provides acontact to a service center, and the contact is assigned to an agent, aresponse may be prepared by the agent and provided by the service centerto the customer in one or more electronic messages (e.g., E-mail, textmessages or messages presented on a user interface, such as a webbrowser). Such electronic messages may be provided with one or moreinteractive features (e.g., buttons, icons or text-based hyperlinks)associated with a software widget that may initiate a contact with theservice center.

For example, when a customer receives an E-mail from a service centerthat includes an interactive feature tied to a software widgetmaintained at the service center in response to a first contact, such asthe button 180 in the response message 160 of FIG. 1, the customer mayselect the interactive feature and cause a second contact to beinitiated. The selection of the interactive feature may cause a set ofmetadata to be returned to one or more servers or server-sideapplications provided at the service center, with the set of metadataidentifying the customer, the first contact, as well as any relevantinformation regarding the selection (e.g., a time or day of theselection, a computer device or application from which the selection wasreceived, a location of the customer or the computer device at a time ofthe selection). Once the set of metadata is received at the servicecenter, a determination as to whether the agent who prepared the E-mailin response to the first contact is available, or whether any preferredagents or particularly skilled agents are available, may be made, and anappropriate agent for responding to the subsequent contact may beidentified thereby. The selection may further result in the initiationof one or more forms of communication between the customer and theselected agent, such as a chat session involving the exchange of audio,video or text-based information, or any other data. Accordingly, thesystems and methods of the present disclosure may facilitate theinitiation of a subsequent contact with a service center from a customerby means of a reply to an original contact furnished to the customer,and the subsequent contact may be properly routed to one or moreappropriate agents once the reply is received.

As is discussed above, the systems and methods of the present disclosuremay be provided in connection with any type or form of service centerthat may be provided in order to receive information, data or otherfeedback from one or more customers or other relevant users. Referringto FIG. 2, a block diagram of one system 200 for targeted issue routingis shown. The block diagram includes a service center 210 having a poolof agents 220 and a customer 230 who are connected to one another acrossa computer network 240, such as the Internet, as well as a telephonenetwork 250. Except where otherwise noted, reference numerals precededby the number “2” shown in the block diagram of FIG. 2 indicatecomponents or features that are similar to components or features havingreference numerals preceded by the number “1” shown in the system 100 ofFIG. 1.

The service center 210 may be any center intended or implemented toreceive, analyze, address and respond to any communications receivedfrom customers or users, such as the customer 230. The service center210 may be associated or affiliated with any type of business ororganization that may be required to, or may expect to, receive suchcommunications from one or more affiliated users (e.g., customers of anonline marketplace). In furtherance of its purpose, the service center210 may be adapted to receive audio, video or text-based communicationsfrom one or more customers, such as the customer 230, by way of thecomputer network 240 or the telephone network 250. As is shown in FIG.2, the service center 210 includes a plurality of hardware components orsoftware applications, as necessary, provided for general purposes, orfor the specific purpose of receiving contacts from customers, such asthe customer 230. For example, the service center 210 may include avoice interface 211, which may include one or more devices for receivingand/or transmitting telephonic communications with the customer 230.Additionally, the service center 210 may include other standard hardwarecomponents, such as a server 212, a database 213, a processor 214 and aswitchboard 215 for receiving and distributing contacts received fromthe customer 230 to one of the pool of agents 220, including theindividual agents 222, 224, 226, 228, as well as for storing informationregarding such contacts and/or any types of actions taken or resolutionsprovided in response to such contacts, including but not limited to anyelectronic messages transmitted to the customer 230.

During operation of the system 200, the customer 230 may communicatewith the service center 210 regarding one or more issues by one or moreaudio, video or text-based means, such as by using a smartphone 232, andthe communication may take the form of a “contact.” Such contacts may bereceived from the customer 230 by way of the computer network 240 or thetelephone network 250 and handled internally within the service center210, as appropriate. For example, the service center 210 may provide oneor more machines that receive and direct contacts from the customer 230to one or more of the agents 222, 224, 226, 228 at random or on anybasis, including one or more automatic text-based analyses of anyinformation included in the contact, whether one or more of the agentsis experienced in dealing with the customer 230 or the contact or anyissues expressed therein. Further, the service center 210 may provideone or more front-line operators (not shown) for evaluating contacts androuting such contacts to one or more agents or representatives, asappropriate.

The pool of agents 220 may include any number of agents 222, 224, 226,228 having experience or qualifications relating to any number of tasksor functions associated with the service center 210. The agents 222,224, 226, 228 may use any standard communication devices and systems,including web-enabled or Internet applications, such as web browsers,user interfaces or any other client-server applications or features tocommunicate with (or connect to) one another or to access the voiceinterface 211, the server 212, the database 213, the processor 214 orthe switchboard 215, or to communicate with one another or withcustomers, such as the customer 230, over the computer network 240 orthe telephone network 250. For example, the agents 222, 224, 226, 228may use any of a number of devices that are capable of communicatingover the network, including but not limited to set-top boxes, personaldigital assistants, mobile phones, smartphones, digital media players,web pads, tablets, laptop computers, desktop computers, electronic bookreaders, and the like. The protocols and components for providingcommunication between the agents 222, 224, 226, 228 and the servicecenter 210, or between the service center 210 and one or more computersor computer devices over the computer network 240 or the telephonenetwork 250 are well known to those skilled in the art of electroniccommunications and thus, need not be described in more detail herein.

The customer 230 may be any entity or individual that wishes to execute,perform or request any service or function by way of any business ororganization with which the service center 210 may be associated. Forexample, the customer 230 may be any individual or entity that intendsto download, purchase, rent, lease, borrow or otherwise obtain items(which may include goods, products, services or information of any typeor form) from an online marketplace. When contacting the service center210, the customer 230 may utilize one or more computing devices, such asa smartphone 232 or any other like machine that may operate or accessone or more software applications, such as a web browser 234 or anE-mail client 236, and may be connected to or otherwise communicate withthe service center 210 through the computer network 240 or the telephonenetwork 250, by the transmission and receipt of digital data or signals.

The computers, servers, devices and the like described herein may havethe necessary electronics, software, memory, storage, databases,firmware, logic/state machines, microprocessors, communication links,displays or other visual or audio user interfaces, printing devices, andany other input/output interfaces to provide any of the functions orservices described herein and/or achieve the results described herein.Also, those of ordinary skill in the pertinent art will recognize thatusers of such computers, servers, devices and the like may operate akeyboard, keypad, mouse, stylus, touch screen, or other device (notshown) or method to interact with the computers, servers, devices andthe like, or to “select” an item, link, node, hub or any other aspect ofthe present disclosure.

Those of ordinary skill in the pertinent arts will understand thatprocess steps described herein as being performed by a “service center,”an “agent” or a “customer,” or like terms, may be automated stepsperformed by their respective computer systems, or implemented withinsoftware modules (or computer programs) executed by one or more generalpurpose computers. Moreover, process steps described as being performedby a “service center,” an “agent” or a “customer,” or like terms, may betypically performed by a human operator, but could, alternatively, beperformed by an automated computer system.

The service center 210 and the customer 230 may use any web-enabled orInternet applications or features, or any other client-serverapplications or features including electronic mail (or E-mail), or othermessaging techniques, to connect to the computer network 240 or thetelephone network 250 or to communicate with one another, such asthrough short or multimedia messaging service (SMS or MMS) textmessages. For example, the customer 230 and/or the smartphone 232 may beadapted to transmit information or data in the form of synchronous orasynchronous messages to the service center 210 through the voiceinterface 211, the server 212, the database 213, the processor 214 orthe switchboard 215, or any other computer device in real time or innear-real time, or in one or more offline processes, via the computernetwork 240 or the telephone network 250. Those of ordinary skill in thepertinent art would recognize that the service center 210 or thecustomer 230 may operate any of a number of computing devices that arecapable of communicating over the network, including but not limited toset-top boxes, personal digital assistants, digital media players, webpads, laptop computers, desktop computers, electronic book readers, andthe like. The protocols and components for providing communicationbetween such devices are well known to those skilled in the art ofcomputer communications and need not be described in more detail herein.

The data and/or computer executable instructions, programs, firmware,software and the like (also referred to herein as “computer executable”components) described herein may be stored on a computer-readable mediumthat is within or accessible by computers or computer components such asthe server 212, the smartphone 232, or any other computers or controlsystems utilized by the service center 210, any of the agents 222, 224,226, 228 or the customer 230, and having sequences of instructionswhich, when executed by a processor (e.g., a central processing unit, or“CPU”), cause the processor to perform all or a portion of thefunctions, services and/or methods described herein. Such computerexecutable instructions, programs, software and the like may be loadedinto the memory of one or more computers using a drive mechanismassociated with the computer readable medium, such as a floppy drive,CD-ROM drive, DVD-ROM drive, network interface, or the like, or viaexternal connections.

Some embodiments of the systems and methods of the present disclosuremay also be provided as a computer executable program product includinga non-transitory machine-readable storage medium having stored thereoninstructions (in compressed or uncompressed form) that may be used toprogram a computer (or other electronic device) to perform processes ormethods described herein. The machine-readable storage medium mayinclude, but is not limited to, hard drives, floppy diskettes, opticaldisks, CD-ROMs, DVDs, ROMs, RAMs, erasable programmable ROMs (“EPROM”),electrically erasable programmable ROMs (“EEPROM”), flash memory,magnetic or optical cards, solid-state memory devices, or other types ofmedia/machine-readable medium that may be suitable for storingelectronic instructions. Further, embodiments may also be provided as acomputer executable program product that includes a transitorymachine-readable signal (in compressed or uncompressed form). Examplesof machine-readable signals, whether modulated using a carrier or not,may include, but are not limited to, signals that a computer system ormachine hosting or running a computer program can be configured toaccess, or including signals that may be downloaded through the Internetor other networks.

As is discussed above, the systems and methods of the present disclosureare directed to assigning a contact received from a customer to one ormore agents according to a hierarchy or protocol. Specifically, thecontact may be preferably assigned to an agent who is experienced inworking with the customer, or, alternatively, to an agent preferred bythe customer, or an agent having a specific skill set that may berequired in order to properly address any issues identified in thecontact. If no experienced, preferred or particularly skilled agents areavailable, the contact may be assigned to an agent at random. Referringto FIG. 3, a flow chart 300 representing one embodiment of a process fortargeted issue routing in accordance with embodiments of the presentdisclosure is shown. At box 310, a first contact is received from acustomer regarding an issue. The first contact may take any form, suchas an E-mail, text message, or other electronic message provided by wayof one or more user interfaces (e.g., a text box within a web browserhaving a web page expressed thereon).

At box 320, the first contact, the issue and/or the customer areassigned to an original agent, who may be selected at random, or may bethe next available agent for handing general or specific issues that mayarise. The first contact, the issue and/or the customer may be assignedto the original agent in any manner, such as by transmitting one or moreelectronic messages from the server 212 to one or more computer devicesoperated by one of the agents 222, 224, 226, 228 of FIG. 2. At box 330,a second contact regarding an issue is received from the customer. Theissue included in the second contact may relate to the issue describedin the first contact (e.g., the second contact may be a repeat contact),or may be unrelated to the first contact (e.g., the second contact maybe a return contact).

At box 340, whether the original agent is available to handle thecontact is determined. For example, a service center may consult a listor registry of agents who are actively employed in taking contacts fromone or more customers, and determine whether the original agent ispresently available, or may be expected to be available within asufficiently brief period of time. If the original agent is available,then the process advances to box 342, where the second contact isassigned to the original agent, and the process ends.

However, if the original agent is not available, then the processadvances to box 350, where the system identifies a list of preferredagents for the customer. As is discussed above, the preferred agents maybe identified in any manner, such as by determining whether any of theagents at a service center have been expressly identified as preferredby the customer. Alternatively, agents having either a generalperformance rating assigned by more than one customer, or a specificperformance rating assigned by the customer, that ranks above orotherwise exceeds a given threshold may be designated as preferred. Acustomer may also generally designate a class of agents as preferredbased on one or more attributes (e.g., a number of years' experience, ora particular degree or certification).

At box 352, whether any of the preferred agents are available to handlethe contact is determined. If any of the preferred agents is available,then the process advances to box 354, where the contact is assigned toone of the preferred agents, and the process ends. The preferred agentto whom the contact is assigned may be selected on any basis, e.g., anagent having a highest ranking or designation of preference among thepreferred agents identified by the customer.

If no preferred agents are available, however, then the process advancesto box 360, where the second contact and/or the issue identified thereinare evaluated in order to identify any relevant details regarding thesecond contact or the issue. Such details may include but are notlimited to intrinsic information (e.g., one or more keywords or phrasesincluded in the contact that may relate to or describe the issue), aswell as any extrinsic information (e.g., any times, dates or locationsassociated with the issue that may be correlated with any other issuesor otherwise serve as a basis for identifying an agent). At box 362, atleast one skill set associated with either the second contact or theissue is identified. For example, where the issue references a utilityoutage or a damaged good, agents who are skilled in handling issuesregarding utilities or the specific good in question may be identified.Where the second contact identifies a particular location, agents whoare experienced or knowledgeable regarding the particular location maybe identified.

At box 364, whether any agents having the skill set identified at box362 are available to handle the contact is determined. If any agentshaving the skill set identified at box 362 are available, then theprocess advances to box 366, where the second contact, the issue and/orthe customer are assigned to one of the agents having the skill set, andthe process ends. Where multiple agents who possess the skill set areavailable, one or more of such agents may be selected for handling thesecond contact, the issue and/or the customer on any basis.

If no agents having the skill set identified at box 362, the processadvances to box 370, where the second contact, the issue and/or thecustomer are assigned to an agent selected at random. For example, oneor more of a pool of agents may be selected and assigned the task ofresponding to the second contact. Alternatively, the second contact maybe assigned to any of the agents in the pool, who may be selected on anyother basis, e.g., the next available agent.

The operation of some systems and methods for targeted issue routing inaccordance with the present disclosure, such as the flow chart 300 ofFIG. 3, may be shown with regard to FIG. 4. Referring to FIG. 4, a flowdiagram 400 associated with targeted issue routing in accordance withthe present disclosure is shown. Except where otherwise noted, referencenumerals preceded by the number “4” shown in the block diagram of FIG. 4indicate components or features that are similar to components orfeatures having reference numerals preceded by the number “2” shown inthe block diagram of FIG. 2.

As is shown in FIG. 4, when a customer 430 provides a subsequent contact(e.g., a return contact or a repeat contact) to a service center 410over a network 440, a server 412 or other computer component associatedwith the service center 410 may be programmed to identify an agent forhandling the contact according to a predetermined hierarchy. First, theserver 412 may be programmed to identify an original agent 422 whohandled an original contact received from the customer. Second, if theoriginal agent 422 is not available, the server 412 may be programmed toidentify a list or set of preferred agents 424 identified by or onbehalf of the customer 430, and select one of the agents 424A, 424B,424C for responding to the subsequent contact. Third, if none of thepreferred agents 424 is available, the server 412 may identify arelevant skill set associated with the subsequent contact, and locate alist or set of agents 426 having the relevant skill. The server 412 mayselect one of the agents 426-1, 426-2, 426-3 identified as having therelevant skill on any basis. Finally, if neither an original agent 422who handled an original contact received from the customer 430, nor anagent 424A, 424B, 424C identified as preferred by the customer 430, norany agents 426-1, 426-2, 426-3 identified as having a relevant skill setrequired to address the subsequent contact is available, then thesubsequent contact may be assigned to an agent 428 randomly selectedfrom a pool of agents.

As is discussed above, the targeted issue routing systems and methodsdisclosed herein may be used to provide a reply to an original contactreceived from a customer by a service center in the form of anelectronic message that permits the customer to initiate a subsequentcontact with the service center. Referring to FIG. 5, a flow chart 500representing one embodiment of a process for targeted issue routing inaccordance with embodiments of the present disclosure is shown. At box510, a first contact is received from a customer at a service center.The first contact may take any form, including not only an electronicmessage (e.g., an E-mail or a text message) sent by the customer to theservice center but also a telephone call, a letter or any other suitablecommunication for identifying an issue or concern held by the customer.

At box 520, the first contact is assigned to an original agent, who maybe identified at random or on an ordinal ranking or basis (e.g., thenext available agent). At box 530, the original agent prepares aresponse to the first contact, in the form of an electronic message. Theelectronic message may take any form, including an E-mail message, atext message, or a secure message posted to one or more web sites.

At box 540, whether the response is likely to result in a reply by thecustomer is determined. For example, where a contact includes an issuehaving a readily identifiable, fact-based answer, e.g., a question as tothe operating hours of a business or organization, a response to thecontact is unlikely to result in any form of reply. Where the contactincludes an open-ended issue, or an issue that may have one or moreelements that may change in value or degree over time, or where theresponse expressly invites a submission of additional information fromthe customer, the reply may be deemed likely to result in some form ofreply from the customer. A likelihood of a reply may be expressed in anyqualitative or quantitative terms, such as a probability, and definedwith regard to one or more relative thresholds. If no reply to theresponse is anticipated, then the process advances to box 560, and theelectronic message is transmitted to the customer from the servicecenter, and the process ends.

If one or more replies to the response are anticipated, however, thenthe process advances to box 550, where a contact widget having embeddeddata regarding the first contact is embedded into the electronicmessage. The contact widget may comprise one or more interactivefeatures (e.g., buttons, icons or hyperlinks) of any form, e.g., thebutton 180 within the interface window 170 of the response message 160of FIG. 1A, which may be selected or activated in order to initiate asecond or further contact with the service center. The embedded metadataassociated with the widget may identify or include any relevantinformation regarding the first contact (e.g., a time or date when thefirst contact was received, or one or more serial numbers or keywordsregarding subject matter with which the first contact is associated), orreferences to such relevant information (e.g., a serial number or otheridentifier associated with the first contact, which may be located in anindex or look-up table in order to access information regarding thefirst contact). Such information regarding the first contact may be usedto identify not only the customer but also the original agent whocrafted the electronic message in response to the first contact. At box560, the electronic message having the contact widget inserted thereinis transmitted to the customer from the service center, and the processends.

When a contact widget or like element included within a responseprovided by a service center to a customer who provided an originalcontact is activated by the customer, a subsequent contact may begenerated, and the subsequent contact may be properly allocated to anagent or representative in accordance with one or more of the systemsand methods of the present disclosure. Referring to FIG. 6, a flow chart600 representing one embodiment of a process for targeted issue routingin accordance with embodiments of the present disclosure is shown. Atbox 610, a customer activates a contact widget within an electronicmessage. For example, referring again to FIGS. 1A and 1B, the customer130 may select the button 180 embedded within the response message 160when the response message 160 is received at the smartphone 132.

At box 620, a second contact based on metadata regarding the firstcontact is transmitted to the service center. The second contact mayinclude or reference information expressly provided by the customer,e.g., identifying an issue and any associated facts, or may be limitedto intrinsic information regarding the first contact or the electronicmessage itself, which may be returned to the service center upon theactivation of the contact widget. At box 630, the service centerdetermines whether the first agent is available. For example, where themetadata identifies the first agent (e.g., by name or by an employeenumber or other identifier), the service center may access a look-uptable or other record including information regarding then-availableagents, and determine whether the first agent is one of them.

At box 640, whether the first agent, viz., the agent who handled thefirst contact, becomes available within a predetermined time isdetermined. For example, the predetermined time may be a maximumallowable delay time that a customer may be expected to wait for aresponse to the second contact, or a delay time associated with theparticular customer, or other contacts of the same general nature as thesecond contact. The predetermined time may be defined based at least inpart on any attributes that may be known or determined regarding thecustomer, the first contact, the second contact, or any issuesidentified in either the first contact or the second contact.

If the first agent is available to handle the second contact within thepredetermined time, then the process advances to box 642, where theservice center selects the first agent for handling the second contact,and to box 680, where the service center assigns the second contact tothe selected agent. If the first agent is not available within thepredetermined time, however, then the process advances to box 650, wherethe service center identifies a list of preferred agents. As isdiscussed above, such preferred agents may have been expresslydesignated by the customer, or identified by any quantitative orqualitative means or based on any type of metric.

At box 652, the service center determines whether any of the preferredagents on the list identified at box 650 is available to handle thesecond contact. If any of the preferred agents is available, then theprocess advances to box 654, where the service center selects one of thepreferred agents for handling the second contact, and to box 680, wherethe service center assigns the second contact to the selected agent.However, if none of the preferred agents is available, then the processadvances to box 660, where the service center identifies a skill setassociated with the second contact. The skill set may be identifiedbased on any express language, information or data provided by thecustomer regarding the second contact, e.g., keywords or other termsused to describe one or more issues, as well as any intrinsicinformation.

Once a skill set associated with the second contact has been identified,the process advances to box 662, where the service center determineswhether any agents having the skill set are available. If one or moresuch skilled agents is available, then the process advances to box 664,where the service center selects one of the skilled agents for handlingthe second contact, and to box 680, where the service center assigns thesecond contact to the selected agent. However, if no agent having theskill set identified at box 660 is available to handle the secondcontact, then the process advances to box 670, where the service centeridentifies a pool of available agents. The pool may include all agentsthen associated with the service center, or may be filtered or limitedto include only agents satisfying one or more criteria, e.g., aparticular level of experience or qualification. At box 672, the servicecenter selects an available agent from the pool at random, and at box680, the service center assigns the second contact to the selectedagent.

Accordingly, a selection of an interactive feature included in a replyto a first contact furnished by a customer may generate a secondcontact, and trigger one or more of the targeted issue routing systemsand methods disclosed herein by transmitting metadata includinginformation regarding the first contact, the second contact, thecustomer or an agent who crafted the reply to the first contact. As aresult, the second contact may be assigned to one or more agentsaccording to a hierarchy, beginning with the agent who crafted thereply, followed by any agents who may be preferred by the customer, aswell as any agents who may possess any relevant skills identified orassociated with the second contact. If neither the agent who crafted thereply nor any preferred or particularly skilled agents is available,then an agent to whom the second contact is to be assigned may beselected at random. Once an agent has been selected following theactivation of an interactive feature, such as the button 180 included inthe response message 160 of FIG. 1, a communication session between thecustomer and the selected agent may be convened. The communicationsession may take the form of an audio, video or text-based chat session,an exchange of one or more other electronic messages, or any otherseries of interactions between the customer and the selected agent.

The flow of data between a customer and a service center during thesubmission of a first contact by a customer, the transmission of a replyto the first contact generated by an original agent to the customer, andthe submission of a second contact by the customer in response to aselection of an interactive feature included in the reply, is shown inFIG. 7. Referring to FIG. 7, a flow diagram 700 associated with targetedissue routing in accordance with embodiments of the present disclosureis shown. Except where otherwise noted, reference numerals preceded bythe number “7” shown in the block diagram of FIG. 7 indicate componentsor features that are similar to components or features having referencenumerals preceded by the number “4” shown in the block diagram of FIG. 4or by the number “2” shown in the block diagram of FIG. 2.

First, a customer 730 may transmit a message 736 identifying an issue toa service center 710 using an E-mail client, web browser or otherapplication operating on a smartphone 732 or other computer device.Next, the service center 710 may then select an agent, viz., agent 722,to provide a message 760 in response to the issue identified in themessage 736. The message 760 may include information referencing theissue identified in the message 736, and a resolution of the issue, or asummary of a status of the issue. As is shown in FIG. 7, the message 760may further include an interface window 770 and/or an interactive buttonor other feature 780 for enabling the customer 730 to contact theservice center 710 in reply to the message 760.

Finally, upon a selection of the interactive feature 780, a set ofmetadata may be transmitted to the server 712 as part of a reply contactfrom the customer 730. The set of metadata may identify the customer730, as well as information regarding the previous experience of thecustomer 730 in contacting the service center 710 along with any otherinformation or data that may be identified regarding the originalcontact (e.g., an issue or root cause). Once the set of metadata shownin FIG. 7 is received by the service center 710, the server 712 mayselect an agent for handling the reply contact on any basis, such asaccording to one or more of the hierarchies identified or describedabove.

Although the disclosure has been described herein using exemplarytechniques, components, and/or processes for implementing the presentdisclosure, it should be understood by those skilled in the art thatother techniques, components, and/or processes or other combinations andsequences of the techniques, components, and/or processes describedherein may be used or performed that achieve the same function(s) and/orresult(s) described herein and which are included within the scope ofthe present disclosure.

For example, although some of the service centers of the presentdisclosure are associated with the ordering of items from an onlinemarketplace by a customer, and the delivery of the ordered items from afulfillment center, warehouse or like facility to a customer, thesystems and methods of the present disclosure are not so limited, andmay be used in any environment in which a service center is required inorder to provide assistance to one or more customers or users. Those ofordinary skill in the pertinent arts will recognize that the targetedissue routing systems and methods disclosed herein are equally capablefor handling inquiries from customers of a power company, subscribers toa cable television service, purchasers of consumer products or citizenscontacting an agency of a local, state or national government. Ingeneral, such systems and methods may be used in connection with anyform of service center configured to receive telephonic and/orelectronic communications from customers or other users by any means.

Moreover, the systems and methods of the present disclosure may betriggered or otherwise implemented by a reply or follow-on contact inany manner, including but not limited to the selection of an interactivefeature embedded in an electronic message, such as is shown in FIG. 1A,1B or 7. For example, upon receiving a reply E-mail from a customer, thesystems and methods of the present disclosure may attempt to determinewhich agent transmitted an E-mail to the customer which prompted thereply, and assign the reply E-mail to that agent or, alternatively, toan agent preferred by the customer, an agent having a particular skillrequired to respond to the E-mail or an agent selected at random.

Additionally, although many of the contacts disclosed herein are basedon electronic communications such as E-mail or text messages, thetargeted issue routing systems and methods of the present disclosure arealso not so limited. Rather, such systems and methods may be used toassign contacts received by telephone or traditional mail (viz., “snailmail”) from one or more customers.

It should be understood that, unless otherwise explicitly or implicitlyindicated herein, any of the features, characteristics, alternatives ormodifications described regarding a particular embodiment herein mayalso be applied, used, or incorporated with any other embodimentdescribed herein, and that the drawings and detailed description of thepresent disclosure are intended to cover all modifications, equivalentsand alternatives to the various embodiments as defined by the appendedclaims. Moreover, with respect to the one or more methods or processesof the present disclosure described herein, including but not limited tothe flow charts shown in FIG. 3, 5 or 6, the order in which the boxes orsteps of the methods or processes are listed is not intended to beconstrued as a limitation on the claimed inventions, and any number ofthe boxes or steps can be combined in any order and/or in parallel toimplement the methods or processes described herein. Also, the drawingsherein are not drawn to scale.

Conditional language, such as, among others, “can,” “could,” “might,” or“may,” unless specifically stated otherwise, or otherwise understoodwithin the context as used, is generally intended to convey in apermissive manner that certain embodiments could include, or have thepotential to include, but do not mandate or require, certain features,elements and/or boxes or steps. In a similar manner, terms such as“include,” “including” and “includes are generally intended to mean“including, but not limited to.” Thus, such conditional language is notgenerally intended to imply that features, elements and/or boxes orsteps are in any way required for one or more embodiments or that one ormore embodiments necessarily include logic for deciding, with or withoutuser input or prompting, whether these features, elements and/or boxesor steps are included or are to be performed in any particularembodiment.

Although the invention has been described and illustrated with respectto exemplary embodiments thereof, the foregoing and various otheradditions and omissions may be made therein and thereto withoutdeparting from the spirit and scope of the present disclosure.

What is claimed is:
 1. A non-transitory computer-readable medium havingcomputer-executable instructions stored thereon, wherein theinstructions, when executed, cause a computer system having at least onecomputer processor and at least one data store to perform a methodcomprising: transmitting an electronic message regarding an issue to acustomer over a network, wherein the electronic message comprises aninteractive feature; receiving information regarding a selection of theinteractive feature by the customer over the network; identifying afirst agent for responding to the customer based at least in part on theselection of the interactive feature, wherein the first agent isassociated with the issue; determining whether the first agent isavailable to respond to the customer; upon determining that the firstagent is not available to respond to the customer, identifying at leastone preferred agent associated with the customer using the at least onecomputer processor; determining whether the at least one preferred agentis available to respond to the customer; and upon determining that theat least one preferred agent is available to respond to the customer,providing information regarding the customer to the at least onepreferred agent using the at least one computer processor.
 2. Thenon-transitory computer-readable medium of claim 1, wherein theinteractive feature is associated with a set of metadata identifying atleast the customer, and wherein receiving information regarding theselection of the interactive feature by the customer over the networkcomprises: receiving the set of metadata in response to the selection ofthe interactive feature by the customer.
 3. The non-transitorycomputer-readable medium of claim 1, wherein the method furthercomprises: determining a probability that the customer will respond tothe message regarding the issue; and upon determining that theprobability exceeds a predetermined threshold, inserting the interactivefeature into the electronic message.
 4. The non-transitorycomputer-readable medium of claim 1, wherein the method furthercomprises: upon determining that the at least one preferred agent is notavailable to respond to the customer, identifying a skill associatedwith the issue; identifying at least one agent having the skillassociated with the issue; and providing the information regarding thecustomer to the at least one agent having the skill using the at leastone computer processor.
 5. A method comprising: receiving informationidentifying a first issue from a customer over a network; determiningwhether a first agent is available to address the first issue, whereinthe first agent is associated with information identifying a secondissue previously received from the customer; upon determining that thefirst agent is not available to address the first issue; identifying atleast one preferred agent associated with at least one of the customeror the first issue; determining whether the at least one preferred agentis available to address the first issue; and upon determining that theat least one preferred agent is available to address the first issue,assigning the first issue to the at least one preferred agent.
 6. Themethod of claim 5, further comprising: upon determining that the atleast one preferred agent is not available to address the first issue,identifying at least one skill associated with the first issue based atleast in part on the information identifying the first issue receivedfrom the customer; identifying at least one of a plurality of agentshaving the at least one skill associated with the first issue using theat least one computer processor; determining whether the at least one ofthe plurality of agents having the at least one skill associated withthe first issue is available to address the first issue; and upondetermining that the at least one of the plurality of agents having theat least one skill associated with the first issue is available toaddress the first issue, assigning the first issue to the at least oneof the plurality of agents having the at least one skill associated withthe first issue.
 7. The method of claim 6, further comprising: upondetermining that the at least one of the plurality of agents having theat least one skill is not available to address the first issue,selecting an agent from a pool of available agents; and assigning thefirst issue to the selected available agent.
 8. The method of claim 6,wherein the at least one skill associated with the first issue isidentified based at least in part on one of: a skill associated with thesecond issue; or a skill associated with the first agent.
 9. The methodof claim 6, wherein assigning the first issue to the at least one of theplurality of agents having the at least one skill associated with thefirst issue comprises: selecting one of the plurality of agents havingthe at least one skill associated with the first issue at random; andassigning the first issue to the selected one of the plurality of agentshaving the at least one skill associated with the first issue.
 10. Themethod of claim 5, wherein identifying the at least one preferred agentassociated with at least one of the customer or the first issuecomprises: identifying information regarding a plurality of agentsdesignated as preferred by the customer; and selecting the at least onepreferred agent from the plurality of agents designated as preferred bythe customer.
 11. The method of claim 10, wherein selecting the at leastone preferred agent from the plurality of agents comprises at least oneof: selecting one of the plurality of agents designated as preferred atrandom; or identifying an ordinal ranking of the plurality of agentsdesignated as preferred, and selecting one of the plurality of agentsdesignated as preferred based at least in part on the ordinal ranking.12. The method of claim 5, wherein identifying the at least onepreferred agent associated with at least one of the customer or thefirst issue comprises: identifying information regarding a plurality ofratings of agents provided by the customer; and selecting the at leastone preferred agent based at least in part on at least one of theplurality of ratings of agents provided by the customer.
 13. The methodof claim 5, further comprising: identifying information regarding thesecond issue, wherein the information regarding the second issue isassociated with the first agent; and transmitting at least some of theinformation regarding the second issue to the customer over the network.14. The method of claim 13, wherein the at least some of the informationregarding the second issue comprises an electronic message having aninteractive feature embedded therein, and wherein the interactivefeature is associated with metadata regarding at least the second issue.15. The method of claim 14, wherein receiving the informationidentifying the first issue from the customer over the networkcomprises: receiving information regarding a selection of theinteractive feature from the customer over the network, wherein theinformation regarding the selection of the interactive feature comprisesat least some of the metadata.
 16. A service center comprising: aplurality of service agents, wherein each of the service agents isassociated with a computing device; and at least one server connected toa communications network, wherein the at least one server is incommunication with each of the computing devices, and wherein the atleast one server is configured to: identify a response to a firstcommunication received from a customer, wherein the response isgenerated by a first service agent; determine a probability that thecustomer will reply to the response to the first communication; upondetermining that the probability that the customer will reply to theresponse to the first communication exceeds a first threshold, generatea set of metadata regarding the first communication; generate a messagecomprising the response to the first communication generated by thefirst service agent and an interactive feature associated with the setof metadata regarding the first communication; transmit the message tothe customer over the communications network; receive informationregarding a second communication from the customer over thecommunications network, wherein the information regarding the secondcommunication comprises a selection of the interactive feature; select asecond service agent to generate a response to the second communicationbased at least in part on the set of metadata; and assign the secondcommunication to the second service agent.
 17. The service center ofclaim 16, wherein the second service agent is the first service agent.18. The service center of claim 16, wherein the at least one server isfurther configured to: identify at least one service agent designated aspreferred by the customer, wherein the second service agent is the atleast one service agent designated as preferred by the customer.
 19. Theservice center of claim 16, wherein the at least one server is furtherconfigured to: identify a skill set comprising a plurality of skills,wherein the skill set is associated with the second communication, andwherein the skill set comprises at least one of a skill associated withthe first communication or a skill associated with the first serviceagent, wherein the second service agent is associated with at least oneof the plurality of skills in the skill set.
 20. The service center ofclaim 16, wherein the at least one server is further configured to:select the second service agent at random from the plurality of serviceagents.